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Insurance claim made

A joke - be warned!

1 out of 5, reviewed on Dec 04, 2018

Just over 2 years, nothing like it was presented, the result of a couple of claims was dismal beware of this scamming mob

Was this review helpful? Yes

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HIF (Health Insurance Fund) Official

Hello Sam, Thank you for providing this feedback and please accept my sincerest apologies any disappointment caused. We pride ourselves on delivering excellent customer service, so this is cert... read more »

Geelong

  • 2 reviews
  • 1 helpful vote
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Insurance claim made

Great cover

5 out of 5, reviewed on May 04, 2018

I signed up to HIF as it was the cheapest option with maternity cover. My hospital cover only included a 3 night stay and I ended up staying 5 nights. I knew I would need to pay a fee for those days and was pleasantly surprised at how low the fee was.
They covered all other aspects of my admission including my elective c-sections costs, and I only had to pay an excess twice, despite being admitted to hospital several times during my pregnancy.
Customer service was also great when I had questions prior to signing up.

1 person found this helpful, do you? Yes

Comments
HIF (Health Insurance Fund) Official

Hi Cass, Thank you for this fantastic feedback, we're so glad to hear you've had a great experience with HIF. We really appreciate you taking the time to share this review. If you ever have... read more »

Insurance claim made

Was amazing... unitill they took $800 out of my account

2 out of 5, reviewed on Apr 21, 2018

Deeply unstatisfyed at the moment, I change my level of cover to a lower grade, which was supposed to be $230ish a month... which was changed a month ago.. yesterday they took out $800 of my account!! After calling them because my account is now overdrawn because no one has a spare $800 laying around, they couldn’t give it back to me straight and way.. because of as they said “business” even though it was their fault! So now I’m over drawn, my husband couldn’t even put petrol in his car, and they have said it could still take 4-5 days to get it back... so I can’t buy my children food. I’m so furious at their lack of accountability when they were in the wrong and they can’t give MY money back which effectively I feel they like I have been robbed.

Was this review helpful? Yes

Comments
HIF (Health Insurance Fund) Official

Hello Jessika, Thank you for taking the time to leave this review, although it’s certainly disappointing to read. Please rest assured we take feedback like this very seriously and apologise pro... read more »

Launceston

  • 1 review
  • 1 helpful vote
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Great service HIF

5 out of 5, reviewed on Apr 06, 2018

As a new member with HIF the customer service has been fantastic. A big thank you to Chad and David for sorting out the problem with our previous provider nib. 10 out of 10 for sevice. Thankyou

May 6th 2018 Update: excellent service

the policy was great value very easy to set up excellent customer support. very friendly and informative staff. I would recommend hif 100% to anyone looking for a private health fund.

1 person found this helpful, do you? Yes

Comments
HIF (Health Insurance Fund) Official

Hello Carlene, Thank you for taking the time to share this wonderful feedback! I will ensure a copy is passed on to Chad and David in a moment, and also to their managers for commendation. If... read more »

Perth

  • 3 reviews
  • 3 helpful votes
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Verified Customer Insurance claim made

Great Service

5 out of 5, reviewed on Mar 26, 2018

Back in January this year, we received an ambulance bill, for one of the kids, I was panicking about how we would pay this amount and my partner suggested contacting HIF to see if it was covered and it was!! Such a big relief, process was explained, forms posted to us, very straight forward process. Very pleased and am happy to be supporting a WA NFP business.

1 person found this helpful, do you? Yes

Comments
HIF (Health Insurance Fund) Official

Hi there, Thank you so much for sharing this wonderful review. I’m very sorry to hear that one of your children needed an ambulance though – I hope they’re ok now. I will share your feedbac... read more »

Inglewood

  • 3 reviews
  • 2 helpful votes
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Insurance claim made

The opposite of customer care or service

1 out of 5, reviewed on Mar 20, 2018

After 5 years of paying for maternity cover, we were blessed with my son. We paid everything up front and after waiting 5 months for refunds of over $1,200 - were told that the Medicare client report we received was not sufficient proof that we had made the payments and we needed an additional report sent by Medicare directly to HIF. So I had to queue in the Medicare/Centrelink line for over 2 hours with a 5 month old baby to be told that HIF had been sent the information and they were unable to physically print it or send it to me because it was internal hospital coding - already sent to HIF.
I tell HIF, they tell me Medicare is wrong. I queue again at Medicare for over an hour to be told the same thing. Finally, after 10 calls, in December HIF processes my refund. No apology, no compensation. I provide them with some feedback to prevent another mum from suffering the same fate. Over one year later I get a call from a claims supervisor who lies and says he called me in December last year - funnily enough my voicemail and Telstra records can prove otherwise. He makes no apology and accuses me of causing a problem - preventing the refund when I physically had nothing to do with the communications between Medicare and HIF. What a way to treat a new mother. Just what you need when you are already sleep deprived and exhausted. I should have stayed with HBF.

Was this review helpful? Yes

Comments
HIF (Health Insurance Fund) Official

Hi there, Thank you for sharing this review today and please accept my sincerest apologies for any frustration caused on this occasion. Care is one of our core values, so this is certainly not h... read more »

  • 1 review
  • 1 helpful vote
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Insurance claim made

Horrible, never again

1 out of 5, reviewed on Mar 09, 2018

I had 2 medical problems. First, something in my head that I needed a GP, they couldn't give me an appointment for before than 1 week, I couldn't wait and they didn't pay me nothing for the other GP. The second time I went to emergency hospital because of a cut in my leg, 12 stitches, and they didn't cover me any 1 dollar from de 1200 that I had to pay. Never again

1 person found this helpful, do you? Yes

Comments
HIF (Health Insurance Fund) Official

Hello Hector, Thank you for providing this feedback and please accept my apologies for your experience so far, this is certainly not how we want our members to feel. I'd like to investigate thi... read more »

  • 1 review
  • 1 comment
  • 1 helpful vote
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Premium increase too much this time...

3 out of 5, reviewed on Mar 07, 2018

We have been with HIF for some time and have just received advice of the premium increase on April 1st and HIF is the highest I have seen at 10.5% which smacks in the face of Government advice that the average would be 3.5%. Going to be searching for another provider to switch to.

1 person found this helpful, do you? Yes

Comments
HIF (Health Insurance Fund) Official

Hi Alfie, thanks for getting in touch. I’m really sorry to hear you feel that way but we do appreciate your feedback, and hopefully I can help to provide more context around our premium increas... read more »

Thankyou for the reply. Unfortunately for pensioners paying a year in advance is very difficult as are constant rate increases, hence they will depend more and more on the public health system. A... read more »

HIF (Health Insurance Fund) Official

Hi Alife, You’ll be pleased to hear that we have indeed introduced a new product that excludes the services listed above. This is our “No Maternity Hospital with Mid Extras Combo” product and i... read more »

Insurance claim made

Perfect service. Couldn't be more helpful.

5 out of 5, reviewed on Mar 06, 2018

Wanted to share my recent experience with HIF. I was a bit shocked at the size of an ambulance bill. HIF took care of it within a day! They were efficient and helpful. Matt from claims was exceptional dealing with my claim in a timely manner. I signed the claims form, sent it in and didn't have to pay a cent. This really highlights to me the value of my Special Options cover with HIF and I was simply delighted with the service. In what otherwise could have been a very stressful time, HIF were happy to answer my questions and alleviate my worries immediately as well as take care of the bill as soon as I sent it in. This I why I am with HIF and feel confident working with them. Thank you guys. :)

Was this review helpful? Yes

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HIF (Health Insurance Fund) Official

Hi Sarah, Thank you so much for taking the time to share this fantastic feedback, it’s wonderful to hear you’ve had such a positive claiming experience with HIF. I will share your review wi... read more »

Refusal of Cover for alleged Pre-existing ailment

1 out of 5, reviewed on Feb 27, 2018

I am scheduled for surgery tomorrow- I was given the go ahead by HIF. I later receive a call from the hospital saying I cannot have my surgery because I have a pre-existing condition and am only covered from July 17. My surgery is not pre-existing and has occurred due to sudden developments. I am furious and extremely distressed by this turn of events. My case is being reviewed and with some common sense I can go ahead for surgery tomorrow. If not - a thunderstorm of action is going to rain down upon HIF.

1 person found this helpful, do you? Yes

Comments
HIF (Health Insurance Fund) Official

Hi Tammy, Thanks for getting in touch, and please accept my sincerest apologies for any distress or confusion caused on this occasion. I’ve just spoken to our Member Experience Team and the... read more »

HIF (Health Insurance Fund) Official

Hi Tammy, Molly here again. Thank you so much for taking the time to leave an updated review on Facebook, we were thrilled to read such wonderful comments. I’ve just sent you a reply, which... read more »

Melbourne

  • 4 reviews
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Verified Customer

One of the cheaper covers

3 out of 5, reviewed on Feb 08, 2018

I only needed health insurance for tax purposes and so signed up for this one. It was the best value from what I can tell, and there was a $50 off coupon online for it too. I don't plan on claiming on anything so if you want what is called a "junk cover", this is a good option.

Was this review helpful? Yes

Comments
HIF (Health Insurance Fund) Official

Hi P, Thanks for your review and welcome to HIF! I’m delighted to hear that you’ve joined us and I’m glad we could help you save tax. It’s also great to hear that you found HIF to be the best val... read more »

  • 1 review
  • 1 helpful vote
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Insurance claim made

Could not be happier!

5 out of 5, reviewed on Feb 08, 2018

We are delighted with the level of offerings, service and support that HIF gave before, during and after my husband's double knee replacement. So much better than our previous insurer.

1 person found this helpful, do you? Yes

Comments
HIF (Health Insurance Fund) Official

Hello KBorgelt, Thank you for taking the time to share this terrific feedback! I'm delighted to hear that HIF was able to help you get your husband back on his feet following his surgery, I hope... read more »

  • 1 review
  • 1 helpful vote
Private message

Very Diasppointing

2 out of 5, reviewed on Jan 30, 2018

Switched to HIF Gold cover 3 yrs ago, was going to be $3500.00 out of pocket for husbands sinus surgery so decided to go public, wait time 3 months and no cost. Not one of 9 surgeons contacted participated in hif gap scheme and yet their premiums have gone up substantially since joining, will be switching. Very disappointed

1 person found this helpful, do you? Yes

Comments
HIF (Health Insurance Fund) Official

Hello Dianne, I’m really sorry to hear this feedback and please accept my sincerest apologies for any disappointment caused. If I may, would it be possible for one of my colleagues to get in to... read more »

  • 2 reviews
  • 1 helpful vote
Private message

Insurance claim made

Great experience so far!

5 out of 5, reviewed on Jan 02, 2018

I have had to undergo two surgeries this year and HIF has covered both with only a small out of pocket payment for an anaesthetist and a once off excess fee of $200 for the year. I don't have top hospital cover being in my early 20s but the level of cover I have has been great. I also have super extras which has been fantastic in the past couple of years having to need glasses and requiring some major dental treatment. Never had an issue with claims and HIF have always been helpful on the phone with enquiries.

1 person found this helpful, do you? Yes

Comments
HIF (Health Insurance Fund) Official

Hi Madi.

Thank you for posting this terrific review! I really appreciate you taking the time to share this feedback, and I hope you had a speedy recovery from your surgeries.

Best wishes,

Nikki Atack
HIF Marketing Manager

Verified Customer Insurance claim made

Lodge a claim by email

4 out of 5, reviewed on Dec 23, 2017

I have been a HIF member for over 40 years. When it was paper and pen era, I found no problem to make a claim. Now in this digital era, this is the first time I make a claim online. A claim has been sent twice to the email address, claims@hif.com.au, as shown in the HIF website, and have been knocked back every time.

Just wonder what is happening? Is this email address obsolete? I have tried to lodge a claim online but to no avail due to time restrictions. Why the time limits?
Can someone please point me to the right direction where should I send my claim to, or forward my claim to the relevant department for processing?

Scanning the receipts, trying to lodge the claim online but to no avail, then downloading and filling in the claim form electronically, preparing the email, sending and re-sending the email, double check the email address on the web, all in all it took me more than two hours and still cannot lodge this claim electronically. It would probably take me less than 15 minutes to scan and print copies of the receipts, fill in the claim form and put everything in an envelope and put it it the mail! What a waste of my time!!!

Other than that, I am quite happy with HIF in terms of direct claims from service providers. Telephone calls to HIF wait time have been around 5 minutes. This is very acceptable comparing to ringing the Telcos and the usual wait time is 30 to 40 minutes.

Was this review helpful? Yes

Comments
HIF (Health Insurance Fund) Official

Hi Tony, Thank you for taking the time to leave this feedback, we’re extremely lucky to have such wonderful and loyal members. In terms of your recent claiming experiences though, I’m reall... read more »

  • 6 reviews
  • 1 question
  • 1 helpful vote
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Insurance claim made

So far So good

3 out of 5, reviewed on Dec 17, 2017

I have HIF insurance for a few years now. I have used them for 2 shoulder surgeries and for the kids teeth and the usual physio etc. No real complaints, I just wish we could dump the junk benefits and make the policies cheaper.

Was this review helpful? Yes

Comments
HIF (Health Insurance Fund) Official

Hi Andrew, Thank you for taking the time to leave this feedback. :) We’re delighted to hear you’ve had such a positive claiming experience, I hope your shoulder is feeling better now too. ... read more »

Yeppoon, Queensland

  • 1 review
  • 1 comment
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Insurance claim made

Highly Recommend

5 out of 5, reviewed on Dec 13, 2017

Been with HIF for over 3 Years now, and highly recommend them.

Was this review helpful? Yes

Comments
HIF (Health Insurance Fund) Official

Hello Jojo, Thank you for taking the time to share this terrific feedback. We love to hear from happy HIF members and I'll ensure your comments are passed on to our whole team here. If you ev... read more »

Hi Kelsey, Just wanted to say that wasn't all of my review, I had a lot more written out about HIF, I may have accidentally deleted it. Never had any problems on making claims on Extras, just n... read more »

HIF (Health Insurance Fund) Official

No worries at all, it’s great to hear that you’ve had such positive experiences with our Claims and Member Services Teams. :) With regards to your feedback about excesses and shared family allow... read more »

  • 4 reviews
  • 4 helpful votes
Private message

Insurance claim made

Excellent Customer Service

5 out of 5, reviewed on Nov 20, 2017

I really love the customer service from this company. Short wait times and speak with representatives who communicate clearly and effectively. I have used the cover for hospital stays and have found claiming to be really straightforward.
My only issue is that the cost of my same level of cover has doubled in the 6 years I have been with them.

1 person found this helpful, do you? Yes

Comments
HIF (Health Insurance Fund) Official

Hi L, Thank you for your review, that’s wonderful to hear! I really appreciate you taking the time to share such terrific feedback. If you ever have queries or need assistance with your HIF p... read more »

  • 1 review
  • 1 helpful vote
Private message

I am very disappointed with this service I really need to visit a doctor and this company cannot ans

1 out of 5, reviewed on Oct 24, 2017

I only need more contact with people to get information and there no available phone or no one answer me in an emergency moment. The customer support is awfull, I will coment more information when I solve my problem

1 person found this helpful, do you? Yes

Comments
HIF (Health Insurance Fund) Official

Hi Hector, I'm really sorry you've had this experience today! Our call waiting times are currently less than five minutes though, so I’m not sure why you had such a long delay. In the meant... read more »

Verified Customer Insurance claim made

What am I actually covered for? - No one can tell me

1 out of 5, reviewed on Oct 16, 2017

Signed up for maternity cover and called asking for more details regarding maternity and costs ect.
So sick of this insurance company being evasive and not answering simple coverage questions. "What will my policy cover, what won't my policy cover (maternity related), how much will a stay cost me.."
Couldn't even give ball park estimates.
I did have BUPA insurance and claimed more than once for hospital visits with only minor issues.
HIF is a classic example of what is wrong with our health insurance system.
I have sent a few emails regarding my upcoming use of maternity and still the only response i get is "we can put an estimate together if you have item numbers and provider numbers." My Dr isn't interested in going through all the possible item numbers and said don't bother.

I also claimed for extras and that has also been difficult with more paper work and longer time frames than I am used to from previous insurers.

Was this review helpful? Yes

Comments
HIF (Health Insurance Fund) Official

Hello Amie, Thank you for providing this feedback and please accept my sincerest apologies for your experience so far. We pride ourselves on delivering excellent customer service, so this is ce... read more »

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Questions & Answers

Has anyone had weight lose surgery with HIF any issues with claiming ?? I have Gold Hosp for nearly 12 mths !! These are some numbers and types of surgery I was thinking about { Below info from a clinic } Adjustable Gastric Banding: 31569 (previously 30511) Sleeve Gastrectomy: 31575 (previously 30518) Gastric Bypass: 31572 (previously 30512) also there is a new one called Laparoscopic gastric greater curve plication, .{ at the moment this one is not covered by private health cover but can Hosp and other services be claimed}??? Thanks any info will be helpful .

Converted asked on Jun 19, 2018

Answer this

Hi there,

Thanks for getting in touch.

With regards to weight loss surgery, this is certainly included on your Gold Hospital cover, providing it’s deemed medically necessary by Medicare and that you’ve served your 12 month waiting period with HIF on this level of cover.

As some out-of-pocket expenses may be incurred though, we always advise our members to provide HIF with an itemised medical estimate prior to being admitted to hospital. That way, we'll be able to confirm how much you can claim back and ensure any out-of-pockets are kept to a minimum. As you've provided those details above, please feel free to email me your HIF Membership number on social@hif.com.au and I’ll ensure a medical benefit estimate is generated for you.

I hope this helps, but if there’s anything else I can assist with, please do not hesitate to get in touch.

Kind regards,

Kelsey Donnelly
(Digital Marketing Consultant)

Do you cover buying Sleep apena machine , if yes under which health insurance cover?

micheal asked on Jun 16, 2018

Answer this

Hi Micheal, thanks for getting in touch.

We certainly do pay a benefit towards Sleep Apnea Machines (CPAP Machine). This service is included on our top two Extras Covers, Super and Premium Options, within the External Prosthesis / Medical Appliance category.

It’s important to note though, a 3 year waiting period would apply before you can claim for the machine, unless you’ve held cover for this service with another health fund previously.

Here's a quick overview of what can be claimed:

With regards to the annual limit: You can claim one machine every 5 years from the previous supply (per person) and the benefit will be deducted from the Prosthesis annual limit of $1,500.

The benefits payable are:
• $300 for members who've held Super or Premium Options for 3-5 years.
• $600 for members who've held Super or Premium Options for 5+ years.
• Please note that a benefit is only payable towards the CPAP machine itself (accessories like the mask and nose piece cannot be claimed from HIF).
• Waiting period: 3 years

In order to claim for the device, it must follow admission to hospital for sleep apnea and/or a letter recommendation from your treating practitioner must be provided in support of the claim.

If it would help Micheal, I’d be happy to arrange a quick call with one of our product experts to discuss this in more detail and provide you with a quote. If that sounds ok, please email your contact details and a convenient time to talk and I’ll schedule that in for you. Alternatively, you can get a quote online using our interactive product selector here: www.hif.com.au

I hope that helps, but please do let me know if there’s anything else I can assist with.

Kind regards,
Kelsey Donnelly

(Digital Marketing Consultant)

Please explain WHY my contribution has increased by 17.32% from 2017 to 2018?

Jude asked on Feb 17, 2018

Answer this

Hello Jude,

Thank you for getting in touch. So that I can investigate this for you, please can you email your member number to me on social@hif.com.au?

Warm regards,
Nikki.

See all 44 questions about HIF (Health Insurance Fund)